It's a topic that's near and dear to me and it's one that I've touched upon in the past three and a half years on this blog. Usually I talk about the bad and never about the good. This time, I would like to talk about how a large business can produce both good and bad at the same time.
"G, that's completely impossible. How can you have good and bad at the same time?"
Perhaps I should clarify. A large business can produce on two separate visits, a good customer experience and a bad customer service experience.
I see that you're still confused, so here are two examples of this.
Wendy's, as you know so very well, has a system in place that hearkens back to the day of true customer service in which a business focuses on one customer at a time. Great if you work in a large commercial business or the guv'ment, lousy if you work in the fast food industry. Because of this philosophy, whenever you go to a Wendy's, there's always a line out the door and you can literally waste your entire lunch break (or dinner break for that matter) waiting for your food.
I used to frequent with some regularity, one in Newington and one in Middletown. Both of them are extremely busy and very slow paced at lunch time. However, the one in Middletown, even though the line was always long (about 10 people deep on the average), I never really waited long for my food. They had an experienced person working the register and he managed to work the lines with an efficiency that one does not usually see in a fast food restaurant. The only reason why I stopped going there was a time factor. I worked in one end of Middletown near Portland, while the restaurant was located about two miles from Wesleyan University. So my customer service experiences there have always been on the positive side.
As for the one in Newington, I stopped going there simply because the people working the front were so slow that I didn't want to run the risk of becoming ill while waiting. How? Usually when I go to a fast food restaurant for lunch, I'm by myself, and since people are either 1) nosy or 2) squeamish, I'll go to the restroom so that I can shoot up my insulin in private, then get in line to place my order. I'm willing to do this with Burger King and Arby's, because I know that I won't spend an abnormal amount of time waiting for my food. So my customer service experiences there have always been on the negative side.
Before I continue with my second example, I should point out that I'm not what you call a "typical customer". Why? In a nutshell, I've spend the better part of thirty years working on the other side of the counter, both in the private sector and the public sector, so what might be bad customer service to one, isn't necessarily the same for me. However, that doesn't mean that I tolerate truly bad customer service, because as you're about to see with my next example, I don't deal very well with stupid.
The end result of my one truly bad customer service experience with the Newington location, was me being banned from ever having a prescription filled there. Please follow me over to my other blog, if you can, to read about the entire ugly incident.
My good customer service experiences takes place at a branch in East Hartford. What makes this unique is that even though I've been living in Newington for the past several years, I still make my minimum twice a month trip to the East Hartford branch. I originally set up shop at that branch while I was living in East Hartford back in the late 90's, so for the better part of 15 years I have been doing a twenty-five mile round trip to pick up my scripts.
I am a strong believer in brand/business loyalty and when I frequent a business that goes above and beyond with their customer service, I make it a point to stay with them. They've helped me on numerous occasions when my scripts have been messed up, or when they've run short on a particular med, called me to ask why I haven't had a particular script taken care of, and on one particular occasion, expedited a script for a heavy duty painkiller after I had a major tooth extraction performed earlier in the day and the Novocaine was wearing off.
So my friends, it is possible to visit a large business and experience both good and bad customer service at the same time. These are my two examples. How 'bout you?
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